A Knowledge Infrastructure Hierarchy Model for Call-Centre Processes

This paper explores a process view of call centres and the knowledge infrastructures that support these processes. As Call centres grow and become more complex in their function and organisation so do the knowledge infrastructures required to support their size and complexity. This study suggests a knowledge-based hierarchy of ‘advice-type’ call centres and discusses associated knowledge management strategies for different sized centres. It introduces a Knowledge Infrastructure Hierarchy model, with which it is possible to analyze and classify call centre knowledge infrastructures. The model also demonstrates different types of interventions supporting knowledge management in call centres. Finally the paper discusses the possibilities of applying traditional maturity model approaches in this context.